• Expedite the processing of Metro Revenue Bill account operations and provision of customer service information and actions necessary for a sound customer relationship.
• Implementing and expediting service excellence initiatives within the Service Centre.
• Monitoring and expediting the carrying out of all direct and indirect municipal revenue collection activities from customers.
• Supervising and monitoring staff compliance with all established applicable procedures, rules and regulations pertinent to customer care and revenue collection activities.
• Monitoring compliance with all security measures pertinent to cash in transit processes and taking remedial action.
• Handle all escalated customer contacts to ensure customer satisfaction.
• Provide consistently high quality customer service and complying with Batho Pele principles in all interactions with customers.
• Provide information updates on access to utilisation of and payment for municipality services and process general customer requests.
• Expediting the processing all applicable administrative requirements for registration of and account transfer requests to new/existing municipal customers.
• Investigating and confirming compliance with applicable guidelines, memoranda, policies, rules and/or regulations.
• Authorising requests for refunds to customers of payments made to the Municipality (e.g. deposits).
Competencies:
Attention to Detail
Ethics and Professionalism
Problem Solving
Planning and Organising
Business Processes
Data Processing and Analysis
Communication
Client Orientation and Customer Focus
Action Orientation
Resilience
Team Orientation
Coaching and Mentoring